Home WhatsApp | Connection, templates and sending Master Guide — How to connect your WhatsApp number to Cloud Chat

Master Guide — How to connect your WhatsApp number to Cloud Chat

Last updated on Sep 22, 2026

This guide exists to answer a single question:

👉 “Which WhatsApp FAQ should I read before integrating my number?”

Before starting any integration or migration, read this page. It helps prevent number loss, blocks, configuration errors, and rework.

🧠 Overview: two important points before connecting your number

Connecting WhatsApp to Cloud Chat involves the following key points:

  1. Identify whether the number is new or existing, and ensure all Meta prerequisites are validated before starting the connection.

  2. Choose the integration model (with or without coexistence).

Each scenario has specific documentation.

📌 First step: New number or existing number?

🆕 New number

Never used in:

  • WhatsApp Business App

  • Another Tech Provider (e.g., Cloud Chat)

  • Another WABA on Meta

⚠️ Integration is a sensitive process.
Improper implementation can lead to blocking or loss of the number.

👉 Be sure to read before migrating:
Mandatory prerequisites before connecting a new WhatsApp number

🔄 Existing number (migration)

Already used in:

  • WhatsApp Business App

  • Another Tech Provider (e.g., Cloud Chat)

  • Another WABA on Meta

⚠️ Migration is a sensitive process.
Improper migration can lead to blocking or loss of the number.

👉 Be sure to read before migrating:
Mandatory prerequisites for WhatsApp number migration

📥 Import of ticket history (via API) during migration

After migration is completed, you can import tickets from another help desk directly via Cloud Chat API.

This is recommended for companies that:

  • Are migrating from another support system

  • Want to bring old tickets for consultation, auditing, or operational continuity

The import is performed via a specific Cloud Chat API endpoint, sending structured ticket data (contacts, dates, messages, and identifiers).

👉 Read the full technical documentation with request examples and required structure:
Ticket history import

📌 Second step: Choose the integration model — With or Without Coexistence

Before starting the connection, you need to decide how the number will operate in your daily operation.

🔒 WITHOUT coexistence integration (exclusive API)

The number works exclusively via Meta’s official API (WABA) within Cloud Chat.

After connection:

  • All messages are sent and received only through Cloud Chat (or other systems connected to the API)

  • It is no longer possible to use the number in WhatsApp Business App.

Ideal for companies that:

  • Operate 100% through help desk

  • Use automations and bots

  • Do not need WhatsApp on mobile devices

  • Seek greater stability and operational control

💡 If you still need to use the number on your mobile, this is not the ideal model.

👉 Read the full step-by-step on how to perform the integration:
How to connect a WhatsApp number via official API (without coexistence)

🔁 WITH coexistence integration (Mobile + API simultaneously)

The number operates at the same time:

  • In WhatsApp Business App (mobile)

  • On the official API (WABA) via Cloud Chat

This allows maintaining part of the operation on the mobile while Cloud Chat operates in parallel.

📥 Message history

When performing coexistence integration, conversation history from the last 6 months is automatically synchronized and imported into Cloud Chat.

This ensures continuity in support, maintaining context of recent conversations already conducted on the mobile.

⚠️ Important: there is a technical limitation in this synchronization, attachments (images, videos, audios, documents) are not imported into Cloud Chat.

Workaround: if you need to access old attachments, they should be checked directly on the mobile device within the WhatsApp Business app.

📌 Where does coexistence appear on the mobile?

In WhatsApp Business App, in the Connected Devices area.
Cloud Chat will appear as an additional device connected via API.

⚠️ What happens if someone disconnects?

If someone with access to the mobile removes the connected device:

  • Cloud Chat will immediately stop receiving messages

  • The entire connection process will need to be redone

⚠️ Important limitation of coexistence

Messages sent by unsupported apps by Meta are not reflected in Cloud Chat.

Examples of unsupported apps:

  • WhatsApp Desktop (Windows)

  • WhatsApp on WearOS

These messages remain visible on the main mobile but do not generate webhooks, so they do not appear in Cloud Chat.

👉 To understand in detail why this happens, how to diagnose, and what are the alternatives, visit:
Messages do not appear in Cloud Chat? Understand coexistence limitations

Ideal for companies that:

  • Still need to operate through the mobile

  • Have salespeople, consultants, or account managers using the mobile app

  • Want to automate support gradually

  • Wish to test the API without giving up the app

👉 Read the full step-by-step on how to perform the integration:
How to connect a WhatsApp number with coexistence (mobile + API)

❌ Common errors this guide helps avoid

  • Starting integration without validating WABA status

  • Not disabling Two-Step Verification before migration

  • Not understanding the limitation of WhatsApp Desktop in coexistence

  • Confusing a new number with a migrated number

  • Not validating the payment method when required